Overall Satisfaction with Genesys Cloud (formerly PureCloud)
More than anything, the benefits that I have found is that when I move from an application to the use of Genesys since I am part of the quality area, it allows me to always be updated with the calls of the case analysts, and, above all, it allows me to be up to date with the information and processes are carried out in a correct way. Genesys allows me to work in a certain way faster. I really hope for more updates on this app that is very friendly and above all easy to use. Transferring calls, getting voicemails to the right people, it's made my life easier. Listening to calls is easy. Calling co-workers without having to look for extensions is much friendlier than with other apps.
Quickly finding out what other employees do and which department they belong to is really helpful, as it helps us help the client more efficiently. Before we would have to use other less practical tools for this. We are able to identify when call volume is high and when calls flow out. This has allowed us to shift our sales schedules to maximize the incoming call opportunities. We also have much greater visibility on what agents are doing with their time.
The benefits are greater productivity and efficiency, plus more new clients.
- Listening to calls is easy.
- Calling co-workers without having to look for extensions is much friendlier than with other apps.
- Queues can be finicky at times but are also a very valuable resource.
- You are encouraged to use email/online support rather than calling in.
- Constant updates and new feature delivery future-proofs your investment.
- Intuitive and simple to use by agents.
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
Yes
Did Genesys Cloud CX live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX go as expected?
I wasn't involved with the implementation phase
Would you buy Genesys Cloud CX again?
Yes